Unable to verify my voice

[Nelsontreyjones]

My phones are the only devices that recognize my voice for specific commands. This started a few months ago across all my devices. Nest Hub Gen1/Gen2/Mini/Max . Basic commands turning things on/off work fine, but when I ask for something like "ring my wallet,it says it can't verify my voice and so I can't interact with the wallet. Oddly, asking "Who am I?" results in the correct name. These same commands work without issue on my phone. I've retrained my voice match multiple times, rebooted all hubs and minis, and removed and relinked them to my Google Account. Personalized Results Settings are also enabled across all devices.

[gmelanymelissa]

Hi @Nelsontreyjones,

Thanks for posting here in the community. I'm sorry to hear your Google Nest Hub (1st gen), Google Nest Hub (2nd gen), Google Home Mini, and Google Home Max cannot recognize all the commands when you ask something specific and it's unable to verify your voice. I appreciate all the efforts you've made to resolve this inconvenience. I'm happy to help!

To better understand the situation, I'd like to ask a few questions:

• Are the devices powered on?
• What color is the LED status light at the back of the devices?
• Where are the devices placed? 
• Is there anything that covers the devices?

In the meantime, let's check a few things:

• Power: Make sure the device is powered by the provided power cord and is plugged directly into a power outlet. 
• Mute: Verify if the speaker and displays are not muted. Refer to this article: Fix issues with “Hey Google” on a Nest speaker or display

Keep me posted.

Regards,

Melany

[Nelsontreyjones]

All of the devices are powered on. They are located in each room throughout the house. Nothing covers them. All the basic troubleshooting steps have been done. They were working fine before. My guess is this is something with the software or something that is going on on the server side. I have tried them enrolled and  not enrolled in the preview program and the issue still persist. 

[gmelanymelissa]

Hi Nelsontreyjones,

Thanks for the follow-up information. I understand how inconvenient it is since the issue persists.

To investigate the case further, would you mind checking if Voice Match is enabled in your Google Home app? This article will guide you through the process: Voice Match and media on shared Google Nest or Home devices.

In the meantime, you can control how sensitive Google Assistant is to voice commands. Follow these steps to Set Google Assistant’s “Hey Google” sensitivity.

Keep me posted.

Regards,

Melany

[Nelsontreyjones]

Yes, Voice Match is enabled, and I have retrained it a couple of times already.

[gmelanymelissa]

Hi Nelsontreyjones,

Thanks for the update.

The team would like to learn more about this behavior. When you get a chance, please fill out this form and let us know when you’re finished. We’ll have someone reach out to you via email from there.

Keep me posted.

Best regards,

Melany

[Nelsontreyjones]

Done 

[Redbluff]

Was this ever resolved as I have the same issue

[Nelsontreyjones]

No it has not. It has to be something on their side that is causing it. 

[Redbluff]

Thanks for the reply.  I have tried everything and nothing works. 

[Nelsontreyjones]

I have to. It just started on its own originally. I don't know if I have something to do with the Gemini updates in the background. With everything going on with the nest ecosystem this is really making me consider switching from it. 

[GianniGM]

Hey gmelanymelissa

I've got the same problem as tons of others, clearly the problem has nothing to do with our voice matches, and set up.

I've tried myself to follow all the steps but nothing has worked. 

Can you please file a bug to the responsible team to fix this issue? This is leading lots of frustration to everyone here.

I think the nest can't recognise the voice of the person when it comes to provide personal information.

[Redbluff]

I was finally able to get a Google Tech Support person to look into this and he also discussed it with his management.  The answer is it was deprecated is the word they used.  Meaning they removed the capability to use Find My Device on a Nest speaker.  The advised me to send a Feedback form which I did expressing that I would like the feature turned back on.  Never hear anther word.  

[Redbluff]

Understood.  I switched from Alexa  because they are going to start charging for certain features.   But after looking through the Google Community pages about the "unable to verify your voice" problem it has been around a long time and one would think google would want it fixed.  But they are not doing much in their devices group anymore so I doubt we will see any improvement.  I am going to keep working on this and will let you know if I ever get it to work.

[Nelsontreyjones]

This is my first time having a major issue like this, but after searching on it, it seems there’s no fix for it. I’ll let you know if I find one. Hopefully, we’ll see something new device- or feature-wise during the upcoming Google I/O.

[gmelanymelissa]

Hi there!
 
We haven’t seen your form submission come through - were you able to access it alright? Let us know if you’re running into trouble or still need our help!
Please include the link to your Community thread and your Community username.
Keep me posted.
 
Regards,
Melany

[Redbluff]

I submitted! And case number  was provided